Transforming Citizen Service Delivery in Haryana
Transforming Citizen Service Delivery in Haryana
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For most citizens, government system is like a mesh
Where can I get a scheme / service? Different schemes / services available
at different touchpoints
How do I complete my application?Complex and varied application forms
What is the status of my application?Low visibility on application status
Which schemes am I eligible for?Limited clarity on
eligibility for schemes
What are the available schemes?
Insufficient IEC on schemes / services
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The situation of government officials is no better
How can I minimize avoidable public dealing?Significant time spent on public grievances
that should not arise in the first place
How do I hold my team accountable?No data backed way to drive accountability
Are the citizens satisfied?No mechanism to get feedback from citizens
Where are various applications stuck?
Lack of visibility onstatus of applications
How do I manage various sources?
Applications in varied formats across sources
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Hon’ble Chief Minister gave the vision to transform scheme and service delivery in February 2017 and project was kicked off in June 2017
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550+ schemes & services were identified across 40 govt departments
Schemes 236# Schemes
Services 352# Services
40# Departments
There are a total of 550+ G2C schemes & services
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3 ways were envisaged in which a citizen would avail a scheme / service
Online Platform Common Services Centre Saral Kendra
6000+ 115
Home Village / Ward Tehsil / SD / District
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To enable this all schemes & services had to be brought on one platform
Antyodaya Saral Online Platform
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Different schemes & service were at different levels of tech maturity
L2 Partially online 359
L1 Backend database 15L0 Completely offline 214
L3 Saral ready - Schemes /Services
Schemes /Services
Schemes /Services
Schemes /Services
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We decided to develop the platform internally without any vendor
10Team
members
20Team
members
100+Team
members
NIC Govt. of India
StateDepartments
NIC Haryana
Govt. Owned Configurable
Micro-coordination from CM officeDaily coordination on
WhatsApp GroupsWeekly VC
with NIC GOIWeekly review
of the tech teamsFortnightly review
by CM’s Office
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This approach proved advantageous in more ways than one
Timely delivery
Very low cost
Strong technology architecture
Extensive capacity building
Full department ownership
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We could get 526 schemes & service across 38 departments on the platform in record time
Online application
Review dashboard
Online status tracking
Proactive status SMSs
Notifications to officials
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4
23
5
236Schemes
on the platform
290Services
on the platform
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115 Kendras were made operational in parallel as per this layout
Ideal layout of Kendra
WashroomsWater Cooler
Toke
n an
d He
lpde
sk
Service Area Waiting AreaStaff Room
Citizens
Ope
rato
rs
Ope
n co
mpo
und
area
Ope
n co
mpo
und
area
Entr
ance
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Entrance Waiting Area
Token Screen Operations
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Citizen is now able to avail a scheme/service through these 115 kendras as well as through 6000+ Common Service Centres
22District HQ
51Sub-Division
20Tehsils
6000+Villages
115Total
Kendras
Delivery of schemes
Delivery of services
Atal Seva Kendra (Common Service Centre)
Antyodaya SARAL Kendra
Antyodaya SARAL Kendra
Antyodaya Kendra
SARALKendra
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In case a citizen still has a doubt, they can call the Antyodaya Saral helpline for queries or to register any complaint
Earlier
▪ 12 service delivery related helplines across 31 departments!
▪ No single helpline
Antyodaya Saral
Helpline
▪ One integrated helpline for the state
▪ Toll free number to be used
▪ Outsourced operations
45-member Call Centre is already in operation | Monday to Saturday 8 am to 8 pm
Antyodaya SARAL Citizen Helpline (Toll-free) : 1800-2000-023
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Delay in deliveryof service
Unclear reason of rejection/objection
No refund given forrejected application
Dissatisfactory experienceat Kendra
Every grievance reported on helpline is logged onto a ticketing system that routes these grievances to concerned department/district official
Sample Types of Grievances
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A Knowledge Management System is available to citizens, kendras and helpline for basic information on all schemes/services
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A review dashboard has been created that provides visibility on adherence to RTS timelines to state and district leadership
District Leadership Board (As of 1.1.2020)
District Number of applications
received
Total Completed
applications
Completed within RTS
(%)
Completed outside RTS
(%)
Total Underway
Application
Underway within RTS
(%)
Underway outside RTS
(%)
Rejection (%)
AS ScoreOct 19
AS Score Nov 19
AS Score Dec 19
REWARI 8,60,269 8,32,769 88% 12% 27,500 91% 9% 10% 9.3 9.2 9
KURUKSHETRA 7,57,203 7,46,045 92% 8% 11,158 86% 14% 9% 9.4 9.3 8.8
KARNAL 11,78,151 11,53,909 88% 12% 24,242 87% 13% 9% 8.4 8.9 8.7
HISAR 14,57,506 13,86,392 88% 12% 71,114 85% 15% 10% 8.8 8.6 8.6
FATEHABAD 8,11,979 7,77,580 90% 10% 34,399 84% 16% 8% 8.3 8.5 8.6
AMBALA 8,38,124 8,22,750 88% 12% 15,374 85% 15% 10% 8.1 8.6 8.6
JIND 10,74,588 10,28,062 90% 10% 46,526 81% 19% 8% 8.7 8.7 8.4
NUH 6,62,444 6,42,711 91% 9% 19,733 81% 19% 10% 8 8.4 8.4
PANIPAT 10,05,103 9,76,771 85% 15% 28,332 84% 16% 13% 8.6 8.6 8.4
JHAJJAR 7,75,640 7,56,751 91% 9% 18,889 79% 21% 7% 8.5 8.4 8.3
BHIWANI 10,83,546 10,45,508 89% 11% 38,038 80% 20% 11% 8.3 8.3 8.3
CHARKHI DADRI 3,22,292 3,10,258 91% 9% 12,034 79% 21% 6% 8.3 8.3 8.3
SIRSA 8,79,632 8,31,899 88% 12% 47,733 79% 21% 10% 8.2 8 8.2
YAMUNANAGAR 8,62,382 8,36,937 90% 10% 25,445 79% 21% 7% 8.4 8.4 8.2
PALWAL 6,45,830 6,35,537 91% 9% 10,293 77% 23% 12% 8.6 8.8 8.1
MAHENDERGARH 7,45,092 7,25,703 89% 11% 19,389 74% 26% 9% 8.1 8.1 7.9
KAITHAL 9,05,264 8,53,827 88% 12% 51,437 73% 27% 8% 8.2 8.1 7.8
SONIPAT 11,05,480 10,76,947 86% 14% 28,533 75% 25% 9% 7.9 7.9 7.8
PANCHKULA 3,52,672 3,47,012 84% 16% 5,660 70% 30% 7% 7.5 7.6 7.4
FARIDABAD 13,58,204 13,35,141 85% 15% 23,063 70% 30% 8% 7.4 7.9 7.4
ROHTAK 8,33,600 8,04,096 88% 12% 29,504 62% 38% 7% 7.2 7.1 7
GURUGRAM 16,10,285 15,62,981 86% 14% 47,304 58% 42% 7% 7.6 7.2 6.7Sample District-level RTS Dashboard
CM view by District CM view by Department
DC view by Department Department Head view by District/Service
Visibility at all levels
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Antyodaya Saral has been a highly collaborative project across multiple teams and departments
IT Department
State e Governance Mission Team
Hartron
Facilitated by the CM Office, Haryana
All 22 Districts NIC
30+Departments
CSC-SPV
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CMGGA Programme has played a critical role in implementation of this project in coordination with District Administration
Setup and Operationalisation of Kendras
Training and Sensitization Workshops with kendras, CSCs and departments
Supporting DCs/ADCs/SDMs in reviews of key service delivery metrics
Diagnosis on pain points in high footfall schemes and services
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Consistent rigorous reviews by CM office have helped the entire system move together towards this goal of streamlining service deliveryDaily coordination with all departments
Monthly review of districts over VC
Monthly review of the departments at HQ
Review of NIC Haryana
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In the past 2.5 years, we have had five major public launches
Good Governance Day25th December 2017
Ambedkar Jayanti14th April 2018
Major launch milestones in Antyodaya Saral
Digital Haryana Summit14th September 2017
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Mega-Launch on Good Governance Day25th December 2018
Good Governance Day25th December 2019
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The life of the citizen looks very different today
Awareness
Helpline
Touchpoints**
Convenience
Interface
SMS updates
Tracking
Closure
Extensive coverage of Antyodaya Saral on TV, radio & outdoor hoardings
1 lakh+ queries on scheme & services resolved every month
5.7 lakh+ apps received monthly (54% CSC, 23% Kendra, 23% Platform)
AC waiting area & single-window facility in all 115 Saral Kendras
Limited or no interface needed for 300 schemes & services
15 Lakh+ status update SMS sent to citizens every month
Step-by-step tracking for all schemes & services
4.3 on 5 citizen satisfaction rating from feedback calls made every month
**More than 75 lakh applications have been received through the Antyodaya Saral platform since Dec 2018
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The life of a government official looks different as well
Visibility
Public Dealing
Processing Online approval systems for all schemes and services
86.1% of 2.1 crore applications closed within RTS since Sep 2017
4000+ grievances handled online every month with >95% resolution
Accountability Reviews at all levels based on a composite ‘Saral Score’
Departments receive citizen feedback through IVRS based systemCitizen Feedback
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Antyodaya Saral has transformed scheme/service delivery in the state**
**Figures based on comparable data of 98 schemes / services that were online from the start
Increase in applications received15%Schemes / Services received 2x applications37%Schemes / Services received 3x applications22%
Decrease in processing time16%Schemes / Services with 1/2 processing time 18%Schemes / Services with 1/3 processing time 8%
229 schemes & services brought online for the
first time where the impact is much more
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This is how Antyodaya Saral has evolved over last 2.5 years
Defining Implementation StrategyObjectives | Plan of Action | Proof of Concept
Building the Core Foundation Antyodaya Saral Portal | Kendra Revamp | Enabling CSCs
Jul 2019
Driving Adoption in the SystemIEC Campaign | District-level Workshops
Strengthening Systems, Streamlining Workflows and InstitutionalisationGovernance Structure | Simplifying Processes | Technical Stability
Sep 2017
Jun 2017
Present
December 25, 2018: Antyodaya Saral Mega-launch on Good Governance Day
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Technical Stability: Strengthening infrastructure capabilities from long-term
perspective
▪ Enhancing server capacity and building Disaster Recovery capabilities
▪ Leveraging Compression and Ageing techniques to handle such scale of data
And now these three areas continue to be a key focus in Haryana under the Antyodaya Saral project
Governance Structure: A robust governance structure for service delivery and analytics
▪ Service Delivery focused Forums with Administrative Secretaries and Deputy Commissioners
▪ Dedicated Teams for managing technology, operations and planning improvements on the basis
of analytics
Simplifying Processes: Reengineering processes in high footfall schemes/services
▪ Solving for citizen pain points in high footfall schemes/services through policy and process
changes
▪ Streamlining processes with the objective to make them paperless, cashless and faceless
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THANK YOU